DHL is our proud worldwide delivery partner to deliver all our online parcels to our customers.
You can track your order here.
The online tracking system helps you to trace your consignments delivered by DHL Express Saver. To track your order please enter the consignment note number in the field.
Our delivery charges are based on a flate rate cost, which is automatically added to your order during the checkout process.
We want to make sure that your Simbae gift pack arrives safe and sound, so there are a few delivery requests we can't commit to:
• Leaving parcels over fences.
• Leaving parcels on doorsteps.
• Putting parcels through windows.
• Leaving parcels in bins/bin cupboards or wheelie bins.
• Leaving parcels exposed to the elements.
Please note that Simbae cannot be held responsible for late/failed deliveries for reasons outside of our control i.e. in the cases of adverse weather conditions.
Tracking details for your order will be included in your order confirmation email (registered customers will also be able to locate these details from within their account area once dispatch has been confirmed). Alternatively, email us at firstname.lastname@example.org. All deliveries will be made via courier service where a signature is required. Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier should leave a notification card and re-attempt the following working day. The courier will attempt delivery the order on 3 consecutive working days. Please note that changes of delivery address will need to be made via the Customer Service team at email@example.com. Should the courier be unable to complete delivery after the 3 attempts have been made, your order will be returned to us. In these cases, Simbae reserves the right to charge you again for any return and re-send costs that we incur.
Please note: We do not dispatch or deliver on weekends or public holidays and are unable to deliver to PO Boxes.
All orders will be delivered within 3-5 working days from the date of dispatch.
- Orders placed before 12 pm midday (GMT) Monday - Thursdays will be dispatched by international courier on the same day.
- Orders placed after the 12 pm midday (GMT) cut off time will be dispatched the following working day*. Please note that we do not dispatch or deliver at weekends.
RETURNS & EXCHANGES
We will be happy to assist you with any questions regarding your order, including returns, exchanges, and shipping. All inquiries should be directed to firstname.lastname@example.org. Please state your order reference number as well as your contact details in your email.
In this instance, please notify us of your intent to return the goods in writing, or by email to email@example.com. Please note that the items/ goods purchased must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 7 day period has passed we have the right to refuse exchanges of any unwanted items. Should you experience any issues with your order, please contact our Customer Service team via email.
FAULTY / DAMAGED GOODS
If for any reason the goods you receive are faulty or damaged in any way please contact our Customer Service team via email at firstname.lastname@example.org. Should a replacement not be required please notify us and we will issue a credit in terms of loyalty points, rewards, coupons or gift cards. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.